This was my first time ordering from ASOS and I probably never will again. I ordered a pair of $90 leather-upper heeled booties and they have huge knicks in them from wearing them for a few hours the first time. I also had a bad experience with their customer service. The only option to talk to a rep is to chat with them thru their website. I chatted THREE times for them to send me my 10% off student discount. The first lady I talked to told me I needed to send a picture of my student ID, which I did, and I would be sent a coupon code to my email within 48 hours. I never got it so I chatted again and this guy said I needed to prove that I was enrolled so I sent him a screenshot of my tuition billing statement for this semester. Then he said I needed to tell them my enrollment dates, as in when I would graduate. Any person who has ever been to college knows students usually don't know when they'll graduate until a year or so out. And this chat took 40 minutes of my time. I complained about the miscommunication and he gave me a temporary 10% off code, which I appreciated. However, I wish I would have returned the boots before I wore them. And they didn't even come in a shoe box. They literally just threw them in a large box surrounded by paper so they were knocking around during shipping and had a few scuffs. I tried to send this review to an ASOS rep directly and he ended the chat. Overall bad experience.

Im a US customer and I really enjoy shopping on Asos. They have a wide range of clothing, different name brands and the selection is always updating. Most of my orders have arrived within the time frame listed but I have had items shipped much later than they should have. Customs can always be an issue as well and that is out of their control. My advice is to shop locally for anything you need by a specific date. Returns are free and easy if something doesnt fit or match their pictures. Would recommend!

I ordered several (3) pairs of jeans that they advertised as in-stock on the website. They arrived much later than the email notification specified, and then when they did come, two were the wrong style, but correct brand, and the third was not even the right brand. I sent them back and was told that one of the 3 was actually not in stock, and they would send the correct style for the other two. They then sent the EXACT SAME incorrect jeans a second time. I've now alerted them to this fact, and it's been more than two weeks and they still cannot even tell me if "the warehouse" has the correct jeans that they are still advertising as in stock (the ones that I've paid for). They will respond to online chat and Twitter DM's, but everyone says the same thing: we're waiting to hear back from the warehouse. No action, not helpful. There is zero excuse for a company this size having such poor inventory management and customer service. I will NEVER buy from them again.

I have been ordering from Asos for 6 years now - a long time and a loyal customer. I had received wrong items in the past but they had handled it very well - sent me the correct item, no questions asked, as it should be. Recently, I noticed they changed their shipping policies. It used to be free shipping internationally, not anymore - the first red flag. Now, in my most recent order, I received the wrong item. They asked me, a customer, to go out of my way to package it, go all the way to the post office, spend my own money again and send the item back. They sent out my order again and I received the same wrong item AGAIN. I even said I would send them a picture of the wrong items with their labels as proof. After they said they would get back to me within 1-2 days, I waited TEN DAYS and then I had to email them again to see what they would do to fix the problem. They sent me the same response - send the item back. Completely unacceptable. Now the original item I ordered is out of stock in my size and it seems they are unwilling to give me a refund. NEVER order from them. They make a lot of mistakes, trust me, but now they seem unwilling to resolve customer issues (and I have been a regular customer for 6 years, they can see that in my account). In the past, they offered a 10% off coupon when they made a mistake too, now absolutely nothing even when they made the same mistake TWICE. The clothes often aren't even that nice - very hit or miss. Half the time they don't look how they do in pictures or are bad quality. Not worth the experience.

I gave 3 out of 5 stars. As for a first time buyer, I wasn't entirely impressed. Like I mentioned in the title, the package was delayed for whatever reason, the upside is that it was only delayed for a day and then after that the delivery was really fast. The design of my jacket is really good, but It was scuffed and obviously a really cheap faux leather material. The jacket was $70 so, I kind of expected more. After receiving the jacket I realized the security tag was left on. Which may not seem like a big deal, and hopefully I can go to a store to explain my situation and they would remove it for me ( I live in the US, and we don't have an ASOS here). So that is just a little annoying. I probably won't purchase from this site again, I would expect a little more convenience than this.

My first Asos shopping experience was a disaster. Parcel was lost by local courier company, after first delivery atempt. It has been a week now that I don't get clear response neither from couriers, neither from Asos if and when I will be refunded. Very unprofesional and very poor choise of partners Asos! If I knew standart delivery means getting so much nerves, I would have paid those extra euros for secure delivery. Never more Asos!

Situation: Sitting in a hotel out of town when I see package has been delivered to my building and I signed for it. Arrive at home days later to see note saying package is in the bin outside of my building, but don't find package.

Rising Action: Explain to Asos customer service that I was out of town, my signature was forged, neighbours didn't sign for package, received DPD note saying that package was in the bin outside, and I could't find the package. Asos customer service say they will thoroughly investigate in 48 hours. I patiently wait for someone to contact me asking for evidence that I was away, and my signature was forged by driver, and my package was left in a bin.

Climax: Asos get back to me about 2 weeks later saying that the drivers GPS shows that the package was delivered and I signed for it. Shocked and outraged, I explain that no one contacted me to ask for the hotel invoice or images of my actual signature that show that I was out of town and my signature was forged. Even stranger, why did the driver leave a note saying that my package was in the bin if I signed for it?

Falling action: Skynet takes over asos customer service, they disregard the actual evidence, and respond to all my questions by saying "We are unable to process this further, the investigation was thorough, the case is closed"

Catastrophe: DPD says asos is responsible and I should raise a claim with them. Bank says they can't refund me because I paid by debit card. Asos "skynet" says their investigation was "thorough" and the case is closed. My bank account is a few hundred pounds lighter.

Conclusion: At asos, the customer comes last, skynet has taken over asos's customer service, once a case is closed it has completely vanished from all existence, and Never shop with ASOS!

P.S. Chat transcripts available.

Customer with Asos for nearly 7 years
Order dress wasn't suitable so returned with their drop off got proof of returns
Paid for this item as had bank details but Asos said never received dress back plus order never went through, basically I was passed through approximately 6 people via emails and still never got this resolved. I sent in all proof of order and returns and nothing from Asos BEWARE of this as you can't even get to call or speak to management

ASOS is great if everything is going ok. However, if something goes wrong then prepare to fall into a deep pit of the darkest despair. They can only be contacted by email, Facebook or live chat. The only people that can deal with complaints are the call handlers meaning that they just tell you what they can't do, there's no way of getting anything but the most basic problems resolved and worse of all, no one takes ownership of a query. I've spoken to countless people over several weeks, none of whom read the whole thread before responding and meaning that someone will ask a question, you reply instantly, then need to wait another 48hours (at least) for SOMEONE ELSE to pick it up and ask something totally unrelated as they have not bothered seeing what went before. Their Facebook page is full of people complaining as it's the only way to get a response and it sounds like a lot of them have it a lot worse than me, but I can assure you it will be the last time I ever use the site.

This is a great place to find jeans I ordered 5 pairs only one did not suit me, I have read so many bad reviews but I got everything quickly.The only ridiculous thing is when you shop the site it wipes out your cart if it takes longer than 60 minutes I was shopping 38 pages of jeans so the next attempt I timed my cart and it still wiped out everything after 40 minutes I have never seen any site do this They would probably increase their business if they gave you at least 4 hours. And then if a product sells out before you place an order, then it's too bad for them.

I have ordered from asos.com roughly 20 times. Generally I am happy with the products. One time they sent me an expensive dress without the belt and then their customer service was willing to do absolutely nothing about it (and I had to wear it to a wedding, so no time to send back) - but besides that I generally recommend this store. The lower priced items will be lower end. Thats to be expected. If you are looking for something very specific, for example 'pink wool coat', there is no better place to look than asos.com

I placed an order on 29/10/2016 for an item and selected next day delivery. The item was not delivered to my home, neither was it left with a neighbour or in a safe place. It was signed for by someone I do not know. I contacted asos immediately on 30/10/2016 and was told they would look into this with the courier. I have contacted asos multiple times since and receive the same generic email stating they are still chasing up things with the courier, even NINE WEEKS LATER.
I was a loyal asos customer who would place orders at least fortnightly and have received appalling and disgraceful customer service. I informed them that I will now be seeking legal advice and received the same generic email, yet again.
Do not order from this company, or you risk paying for an item you will never receive.